Director, Strategic Services

Posted on: 2006-06-13

SANDRA HAYWARD 26 Jamestown Drive Metamora, MI 48455 (586) 855-3855 [email protected] QUALIFICATIONS • Client Services experience with Fortune 500 corporations. • Certified Paralegal, Certified Relocation Professional (CRP). • Record of progression to positions of increasing authority and responsibility. • Expertise in business development support and international/domestic consulting. • Extensive background in all facets of complex relocation project management. • Career built in automotive and financial services sectors. • Skilled at developing and maintaining positive key account relationships. • Knowledgeable in scheduling, internal/external customer relations and vendor selection/direction. • Proficient in advanced business software applications. • Expertise in meeting stringent organizational goals and standards. • Well organized with excellent detail skills. • Proven communications, interpersonal and presentation abilities. • Effective in individual role or as team player. • Owned and operated two successful antique shops in addition to working full time as a relocation paralegal in a Fortune 500 corporation. • B.A., Management of Human Resources. PROFESSIONAL EXPERIENCE Director, Strategic Services, GMAC Global Relocation Services, Detroit, MI Jan. 2006-May 2006 • Provided consultative services to operations, account management and business development teams. • Reviewed/analyzed relocation policies, client policy benchmarking, client relocation policy writing. • Facilitated new client implementations including preparation of action plans, development of forms and training necessary personnel. Client Relations Manager, GMAC Mortgage, Relocation Division, Troy MI May 2002-Jan. 2006 • Assumed wide-ranging corporate client relationship duties. • Developed and maintained strong working relationships with corporate clients, third party companies, GMAC Global Relocation Services, GMAC corporate accounting, relocation mortgage operations, sales staff and GMAC Mortgage centers. • Managed escalated corporate client/transferee issues regarding mortgage programs and relocation policies. • Played key role in delivering responses to seven RFP\'s from corporate clients/prospects and served as participant in final presentations. • Provided client advisement concerning relocation mortgage, relocation policy, analysis of mortgage subsidy programs and recommendations for improvement/cost savings. • Delivered training/guidance for GMAC Mortgage operations, sales and support staff members for corporate client policy changes and procedures. • Implemented dedicated client team objectives while tracking their progress, training and overseeing strategies to increase mortgage conversion/client retention rates. • Reviewed and delivered recommendations to management on corporate client agreements associated with relocation mortgage services. • Directed collection of outstanding direct bill invoices from clients as well as assisted corporate accounting in recovering lost payments. • Achieved 100% Client Satisfaction Rating in 2003, 2004 and 2005. • Played key role in increasing revenues with 11 key accounts while increasing production by 20%. SANDRA HAYWARD, Page Two Senior Relocation Analyst/Legal Analyst, Prudential Relocation, Valhalla, NY (1998-2002) • Legal liaison with Prudential Relocation regional offices including Canada. • Identified regional office issues for solutions and assisted with resolution. • Directed regional litigation files and coordinated with local outside counsel on litigation procedures. • Assisted in development of internal legal database for policy and procedures. • Assumed full responsibility of legal database including maintaining, updating, training and responding to inquiries for legal department. • Researched and maintained legislative/regulatory information on relocation/real estate industries. • Authored critical alerts regarding upcoming changes in state regulations and statutes. • Developed effective guidelines/processes for management of clients\' bankruptcies. • Assisted outside counsel in filing proof of claim in client bankruptcy on behalf of Prudential and provided monthly status report on client bankruptcies to Prudential Financial Reserve Committee. • Recipient of quarterly bonus as nominee for special customer service based client feedback. Business Analyst, Prudential Relocation, Valhalla, NY (1997-1998) • Served as Business Analyst on critical process reengineering project within Prudential Relocation. • Facilitated focus groups/information gathering discussions to analyze current business processes at Prudential Relocation while aiding analysis/redesign of relocation business processes. Team Leader/Senior Relocation Counselor, Prudential Relocation, Nashville, TN (1993-1997) • Consulting with transferring corporate executives, liaison between corporate client HR and Prudential Relocation, while interacting directly with corporate client contact. • Conducted home sale inventory management, client quarterly and annual reviews, and Prudential monthly management reviews. • Authored international relocation manual establishing policies/procedures for international relocations as well as cross border between Canada and the U.S. • Conducted international relocation seminars and focus groups at all NORTEL North American facilities while providing coordination between NORTEL HR Resourcing, transferees and relocation counselors. • Directed staff of 30 employees including relocation consultants and property management counselors, financial analysts and administrative support.